Specialist, Customer Service
Description
Specialist, Customer Service
The Specialist, Customer Service will develop and maintain a strategic partnership with assigned accounts. They serve as the main contact for all customer interactions and apply problem-solving techniques and project management methods to support the customer relationship. This role also provides analytical support aligned with customer goals and responsibilities.
Primary Responsibilities
- Serve as the primary liaison between the customer and FedEx Supply Chain using proactive customer service strategies.
- Maintain customer relationships through conference cycles, deadline monitoring, and barrier identification.
- Align with key partners to define customer goals and implement strategic plans.
- Manage complex issues and resolve customer concerns using strong product knowledge and service experience.
- Perform monthly reporting analysis and complete ad hoc reports as needed.
- Review contracts for service level performance and ensure compliance.
- Apply relevant policies to resolve customer issues and concerns.
- Monitor customer relationships to identify and address potential issues.
- Analyze customer data to forecast trends and provide insights.
- Collaborate cross-functionally to ensure customer success.
- Stay current on industry trends, competitive intelligence, and technical knowledge.
- Perform other duties as assigned.
Education & Experience
- Bachelor's degree in Business, Marketing, or related discipline preferred with 6 years of relevant experience.
- In lieu of a degree, high school diploma or GED and 8 years of relevant experience.
- Business-to-business customer service experience preferred.
Skills & Qualifications
- Strong problem-solving and analytical skills with ability to develop alternative solutions.
- Strategic thinking with understanding of business and financial implications.
- Professional communication skills and ability to manage challenging customer interactions.
- Expert-level proficiency in Microsoft Word, Excel, and PowerPoint.
- Excellent verbal and written communication skills.
- Customer service driven and strong team player.
Requirements, Perks, and Benefits (US -- Exempt)
Physical & Cognitive Requirements (With or Without Accommodation)
- Ability to follow policies and procedures.
- Ability to read, write, and interpret information.
- Ability to add, subtract, multiply, and divide.
- Ability to use hands to finger, handle, or feel.
- Ability to sit, walk, or stand for the duration of the shift.
- Must possess visual acuity to perform essential job functions.
- Ability to conduct physical tasks with a full range of motion throughout the warehouse environment.
- Ability to lift/carry items up to 50 pounds.
Equal Opportunity Employer
FedEx Supply Chain, Inc. is an Equal Opportunity Employer, including veterans and individuals with disabilities.
- Know Your Rights
- Pay Transparency
- Family and Medical Leave Act (FMLA)
- Employee Polygraph Protection Act
E-Verify Program Participant
Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (for U.S. applicants and employees only). Please click below to learn more:
FedEx Supply Chain is committed to providing access, equal opportunity, and reasonable accommodation for qualified individuals with disabilities in its application procedures, hiring, and other terms and conditions of employment. To request a reasonable accommodation, please contact FSC.TalentAcquisition@fedex.com.
Perks and Benefits at FedEx Supply Chain (FSC)
- Competitive Pay: Competitive wages depending on your location and experience, paid bi-weekly for both full-time and part-time opportunities.
- Tuition reimbursement program
- Holiday pay and accrued paid time off programs offering both Vacation and PTO
- Medical, dental, vision, and voluntary benefits available on day one
- Basic life insurance
- Basic AD&D coverage
- Supplemental Life and Supplemental AD&D
- Short-Term and Long-Term Disability coverage for full-time employees after 180 days of service
- Paid parental leave for both moms and dads
- Paid bereavement and jury duty
Note: Pay is based on several factors including, but not limited to, market location and may vary depending on job-related knowledge, skills, education/training, and a candidate's work experience.
Job Disclaimer (US)
Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The Company reserves the right to modify duties or assign additional responsibilities as necessary to meet business needs.
